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LoanCare · 1 week ago

Customer Solutions Specialist II

Virginia Beach, VA

Full-time

Hybrid

Mid Level

$17.88/hr - $26.73/hr

3+ years exp

LoanCare is a leading full-service mortgage loan subservicer dedicated to simplifying the mortgage process for customers. They are seeking a Customer Solutions Specialist II who will handle customer inquiries, manage administrative functions, and support the Call Center when needed.

Financial Services

Responsibilities

Process and evaluate relevant information to handle inquiries received from customers and clients

Review/resolve research inquiries and customer payment disputes

Complete all tasks accurately and efficiently

Work with department software systems, including processing requests and processing/distributing incoming faxes

Maintain client reporting payoffs and manage payoff workstations

Handle complex projects and research items

Recognize and communicate trends for process improvements to management

Handle miscellaneous administrative functions

Provide back-up support for Call Center when needed

All other duties as assigned

Qualification

Customer service experienceMortgage lending knowledgeMicrosoft Office proficiencyTime managementEffective communicationTeam collaborationOrganizational skillsProblem-solving

Required

High School Diploma or equivalent required

3+ years of customer service experience (preferably in mortgage servicing or mortgage banking)

Must be flexible, organized, and able to manage and prioritize daily assignments (e.g., conducting preliminary surveys for research, identifying data, finding research material for studies, ensuring accuracy of information researched, etc.)

Ability to manage time and priorities wisely

Ability to grasp concepts quickly, make sound decisions, and resolve issues completely

Ability to work independently with minimal direction and effectively meet deadlines

Ability to collaborate with peers in a team environment to attain common goals

Ability to communicate effectively both in writing, in person, and by telephone

Ability to use Microsoft Office applications (Excel, Word, PowerPoint, etc.)

Ability to maintain strict confidentiality

Preferred

Proficient knowledge of mortgage lending/servicing industry preferred

Background in the mortgage or real estate industry is a plus

Benefits

Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance

Time Off: Paid holidays, vacation, and sick leave

Retirement & Investment: Matching 401(k) plan and employee stock purchase plan

Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being

Employee Recognition: Programs that celebrate achievements and milestones

Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.